Impact of service quality on premium customer's satisfaction in HDFC Bank-an empirical study

Competition in banking sector is getting immense and to get the competitive advantage over its competitors it's pivotal to understand the customer's needs and to provide them superior services. In this deregulated, competitive, ever-demanding customer market retaining and attracting the customers are important. Service quality is the most important criteria and asset to evaluate and satisfying customers by increasing customer's average retention and loyalty. Prior research suggests that customer expectation and perceptions vary across the key determinates of service quality. The focus of this study is to determine the impact of service quality on customer satisfaction and identifying the key dimensions that have major impact on customer satisfaction. This study also surveys the gap between the expectations and perceptions of customers towards service quality and providing the means through with customer satisfaction can be improved. Service quality has an influence on success and costs, as service quality impacts customer satisfaction; it impacts customer preservation, reduces costs and increases profitability (Newman, 2001). Having adequate amount of resources need to provide banking services is the key in increasing the customer satisfaction amidst the benefits and features provided by the respective banks. Among all the dimensions, least gap score is shown by reliability and empathy dimension which means banks should devise strategies to maintain and even further improve on these dimensions to provide superior customer satisfaction.